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Business Profile

Insurance Services Office

Sentry Insurance Company

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Services Office.

Complaints

This profile includes complaints for Sentry Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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Sentry Insurance Company has 5 locations, listed below.

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    Customer Complaints Summary

    • 155 total complaints in the last 3 years.
    • 57 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/02/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 06/15/2025, at approximately 1:30am, I was driving home from work when my driver's side front wheel cracked and I was stranded on the side of the country road. I paid my tow home and for a tow to the automotive repair shop, *********************** in ******, **. The following day, I submitted a claim with The General Auto Insurance and after complaining I would submit complaints, the adjustors finally reached out to me approx. five days later for me to get my rental. This is and was the only time I every heard from him. The General initially refused to cover any of the parts/labor, and I now want to remove my claim from their system because they will use against me to charge me more in premiums when they refuse to help in any way. My complaint is that I have not heard from any representative, the repair shop has not been contacted, and their lack of communication and service to what I pay for is causing problems now and more in the future. I have records of the amount of times I called and each time, I am ignored and transferred to a random voicemail. I tell them NOT to transfer me and that I want to submit a formal complaint, as well as remove my claim from the system since they will not cover a ***** of it and I keep getting transferred to yet, another voicebox/system.

      Business Response

      Date: 07/11/2025

      Please see attached response documents.

    • Initial Complaint

      Date:06/21/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      recently reviewed my credit report and noticed an inaccurate and invalid account reported by *************************** Name]. This account is not valid, and its presence on my report is a violation of the Fair Credit Reporting Act (FCRA).Under the ****, all reported accounts must be accurate, verifiable, and legally collectible. This account does not meet these standards, and I am requesting its immediate removal. I have not received proper validation of this debt, and without sufficient proof, it should not be reported.I am formally disputing this entry and requesting that it be deleted from my credit report. If the furnisher cannot verify the accuracy and legitimacy of the account, it must be removed in compliance with federal law. Automation Powered by @replyrush

      Business Response

      Date: 06/27/2025

      Attn:  BBB

      This will acknowledge receipt of the complaint.
       
      We responded directly to the complainant via email on June 27, 2025, and feel this matter is resolved.  Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.
       
      Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

      Regards,

      ***** Gebert 
      Consumer Affairs Specialist  |  Legal & Compliance
      ************  |  ************  |  ************ FAX
      *********************************************************************
       
      Sentry Insurance
      *******************
      **********************
      Office: J3/12-18

    • Initial Complaint

      Date:06/19/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a one-month auto insurance policy from Dairyland Insurance (underwritten by Viking Insurance Company of Wisconsin) starting on 11/29/2024. I paid for the frst month only and made no further payments. The policy they provided clearly states: This policy will automatically expire if we do not receive the required premium before the renewal date of the policy.I did not agree to automatic renewal, and I did not authorize coverage or billing beyond the frst month. Despite this, the company extended coverage through 01/10/2025 without consent and billed me $53.88 for coverage I neither requested nor used. They later sent this amount to collections, which dropped my credit score by approximately 25 points.I contacted Dairyland multiple times and requested evidence of any clause or agreement authorizing post-expiration billing. They could not provide any such clause and instead stated that the charge was related to a state-mandated grace ******* However, their own policy language makes it clear that the policy expires automatically without payment, and no such obligation exists on my part.I disputed the charge and requested removal from collections. They refused. I have documentation showing their policy terms, their emails, the billing notice, and the cancellation notice, all confrming that this charge has no legal basis.

      Business Response

      Date: 06/27/2025

      Attn:  BBB

      This will acknowledge receipt of the complaint.
       
      We responded directly to the complainant via email on June 27, 2025, and feel this matter is resolved.  Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.
       
      Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

      Regards,

      ***** Gebert 
      Consumer Affairs Specialist  |  Legal & Compliance
      ************  |  ************  |  ************ FAX
      *********************************************************************
       
      Sentry Insurance
      *******************
      **********************
      Office: J3/12-18

    • Initial Complaint

      Date:06/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      on may 17th 2025, I had a car accident with a insured car driver, I called my insurance to report the accident, after a exchanging information with my insurance company they told me to call my agent to get my information regarding my policy, because I was concerned how it will affect my future payments. after i spoke with my agent, he mentioned that the only way the insurance can take care of the damages is if I take responsibility for the accident. I refused to take responsibility because that would affect my driving license record and my **********************; they had no idea how to help me. Until now, I have had my car damaged. t

      Business Response

      Date: 06/12/2025

      Attn:  BBB

      This will acknowledge receipt of the complaint.
       
      We responded directly to the complainant via email on June 12, 2025, and feel this matter is resolved.  Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.
       
      Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

      Regards,

      ***** Gebert 
      Consumer Affairs Specialist  |  Legal & Compliance
      ************  |  ************  |  ************ FAX
      *********************************************************************
       
      Sentry Insurance
      *******************
      **********************
      Office: J3/12-18

    • Initial Complaint

      Date:05/31/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a small trucking company with only one truck. My truck was involved in an accident on March 22nd ******* commercal truck insurance company is Sentry Select Insurance through Network Truck Insurance Company.There is a settlement reached on truck after me contacting them multiple times. However, it's been an issue with trailer ever since claim was started. It was a reefer being hauled from another company which I had interchange agreement with. My company used to haul dry vans but switched to reefer. I called my agent at Network Truck Insurance Services (******* ******* License # ******** and asked her to add reefer coverage. I requested them to provide me with full coverage. Tansehsa told me that policy is changed and there is new agreement. I trusted her and signed new agreement. It was her responsibility to inform me that I didnt have full coverage. Ever since the claim began, sentry insurance is refusing me coverage for reefer. I am reaching out to them again and again and they are telling me they are working on it or telling me it will take some time. Now yesterday I emailed them asking them update on trailer and if they had moved trailer from the yard where it was stored. *** ******,claim repersentative, tells me that they will not move the trailer from there and it was responsibility of the owner. If that was the case, they should have informed me earlier when they moved the truck. storage is charging $175/day rent on it, its been more than two months and now I am left with this big expense,it will be more $12000 in rent that owner is left with to pay and that will ultimately be my responsibility. All *** did was tell me he was sorry for miscommunication. However, in previous email he told me that once interchange agreement is received, they will tow the trailer out. I want you to help me resolve this with them. They should pay for the loss of reefer and in addition storage fees which is accumulated because they are taking so long to process my claim.

      Business Response

      Date: 06/05/2025

      Attn: BBB

      This notification will acknowledge receipt of the complaint.

      A duplicate complaint has been filed with the ********************* of Insurance (***). Our complete response will be sent to both the complainant and the *** within a deadline of 15 calendar days from receipt of the complaint.

      Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond further with the CA *** and complainant.

      Best Regards,

      ****** ****, AIC, AIS, AIT
      Market Conduct Analyst
      Consumer Affairs | Legal & Compliance
      ************ | ************ | ************ FAX
      *********************************************************************

      Sentry Insurance
      ********************
      ******************************
      Office: SHO - J3/12-18

    • Initial Complaint

      Date:05/29/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sentry refuses to cover damage to a tractor axel caused by 4 rocks during gravel road construction.

      Business Response

      Date: 06/03/2025

      Attn: BBB

      This will acknowledge receipt of the complaint.

      We responded directly to the complainant via email on June 3, 2025, and feel this matter is resolved. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.

      Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

      Best Regards,

      ****** ****, AIC, AIS, AIT
      Market Conduct Analyst
      Consumer Affairs | Legal & Compliance
      ************ | ************ | ************ FAX
      *********************************************************************

      Sentry Insurance
      ********************
      ******************************
      Office: SHO - J3/12-18

    • Initial Complaint

      Date:05/25/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company is significantly underpaying me my lost wages due to a workers comp injury. My claims adjuster will not respond to my emails regarding this matter & blatantly made up lies to try to justify the gross underpaid wages. They are violating MULTIPLE labor law penal codes with my ******** will escalate this as far as necessary to get what I deserve to be paid & am legally owed. They claim that because I was not an employee at my job for 14 consecutive weeks prior to my injury, Texas state law says that I am only owed the bare minimum of wages lost. Which is only 15% of the ***. I have 6 weeks of consecutive pay as this is a new job. Which is no where near what I am used to bringing home every week. I cannot survive on $182 a week & cover my bills This in fact is a blatant lie. There is no law that states this. Period. They contradict themselves on the reasoning for the bare minimum lost wages payments because according to the explanation of benefits letter from them it states that the reasoning behind the amount I am receiving is because my ******** stated that my weekly income averaged $261. Which is NOT true, no one from my ******** stated this information, documented that amount in any *********** clearly goes against what my paycheck stubs prove. They also are not accounting for my medical benefits that are taken out of my paychecks. They are also not paying me my lost wages from my second ******** even though my adjuster told me weeks ago that she was working on getting me that payment. They are trying to get out of paying me what is legally owed to me, and I will fight it as long & hard as necessary until this made right. This is beyond wrong & I cant help but to think of the countless other people that they are blatantly running over to not have to pay what is legally owed to them and throwing out legal lies to justify their reasoning and its believed. Do your research. Do your research. I cant stress this enough. *email for documentation

      Business Response

      Date: 05/30/2025

      Attn:  BBB

      This will acknowledge receipt of the complaint.
       
      We responded directly to the complainant via email on May 30, 2025, and feel this matter is resolved.  Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.
       
      Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

      Regards,

      ***** Gebert 
      Consumer Affairs Specialist  |  Legal & Compliance
      ************  |  ************  |  ************ FAX
      *********************************************************************
       
      Sentry Insurance
      *******************
      **********************
      Office: J3/12-18

    • Initial Complaint

      Date:05/22/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to formally request a full refund or, at the very least, a remainder refund for my recent policy cancellation. My policy was active for only a few hours, not even a full 24 hours, and the cancellation was initiated shortly after the purchase.Upon contacting your representative about the cancellation fees, I was informed that the deduction is due to a NC short rate fee, which is not a reflection of your companys policies but rather a state regulation. However, I could not find any documentation in your policy that specifies the rate or percentage deducted for cancellation. This lack of transparency is concerning, as it appears that your company may be imposing fees that are not clearly outlined in the policy documentation provided to customers.The only amount that should have been deducted, in my opinion, is a realistic cancellation fee of 10%. Given that the policy did not even have time to generate in your system before I requested a cancellation, I believe it is unreasonable to impose additional fees.Furthermore, I have not found any North Carolina law that supports such a high cancellation fee, which adds to my frustration. I believe your policy should clearly outline any specific charges and the rationale behind them, ensuring that customers can make informed decisions.I respectfully request a review of my case and a prompt refund of the amount that was deducted from my account. I look forward to your timely response to this matter.

      Business Response

      Date: 05/22/2025

      Attn:  BBB

      This will acknowledge receipt of the complaint.
       
      A duplicate complaint has been filed with the ************************* of Insurance. Our complete response will be sent to them within a deadline of 7 days. 
       
      Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond further with the *** and complainant.

      Regards,

      ***** Gebert 
      Consumer Affairs Specialist  |  Legal & Compliance
      ************  |  ************  |  ************ FAX
      *********************************************************************
       
      Sentry Insurance
      **************************************************************************************
      Office: J3/12-18

    • Initial Complaint

      Date:05/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Nov 6, 2024, our vehicle was struck from behind at a stoplight. The driver attempted to flee. My wife took photos and video of the vehicle, its plates, and the driver. She contacted police and filed an accident report immediately after. We were able to determine that the vehicle was insured by Dairyland at the time. We contacted them to file a claim, but they refuse to pay.

      Business Response

      Date: 05/16/2025

      Attn:  BBB

      This will acknowledge receipt of the complaint.
       
      A duplicate complaint has been filed with the Texas Department of Insurance. Our complete response will be sent to them within a deadline of 15 days. 
       
      Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond further with the *** and complainant.

      Regards,

      ***** Gebert 
      Consumer Affairs Specialist  |  Legal & Compliance
      ************  |  ************  |  ************ FAX
      *********************************************************************
       
      Sentry Insurance
      *******************
      **********************
      Office: J3/12-18

    • Initial Complaint

      Date:05/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dairyland insurance insured a reckless driver who hit me in a company vehicle I told them I was not hurt there is no medical bills on my side. And as their reckless driver hit the company vehicle with video surveillance they are required to fix the truck. Now they are harassing me wanting social security numbers date of births threatening me when I have no involvement in it whatsoever. I am giving them one more threatening letter before I get an attorney and sue them.

      Business Response

      Date: 05/20/2025

      Attn: BBB

      This will acknowledge receipt of the complaint.

      We responded directly to the complainant via email on May 20, 2025, and feel this matter is resolved. Please allow enough days for the complainant to receive and review our response before reaching out to the complainant about our company's handling of the complaint.

      Our companys complaint-handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

      Best Regards,

      ****** ****, AIC, AIS, AIT
      Market Conduct Analyst
      Consumer Affairs | Legal & Compliance
      ************ | ************ | ************ FAX
      *********************************************************************

      Sentry Insurance
      ********************
      ******************************
      Office: SHO - J3/12-18

    Sentry Insurance Company is NOT a BBB Accredited Business.

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